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Why Hastings Direct puts a premium on customer insights to help drive business growth

Sam's approach to Customer Advocacy

In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian. 

Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at.

During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.


About Sam

A seasoned Customer Insight Leader, Sam is an expert in transforming data into actionable insight.

With a mission to connect everyone in the organization to the customer, Sam is dedicated to ensuring that insights resonate from the front lines to the boardroom.

Sam boasts extensive expertise in managing & implementing quantitative customer survey programs, with practical knowledge of platforms such as Qualtrics, Medallia, Satmetrix, and Rant & Rave.

What sets Sam apart is his creative flair in making information beautiful. His creative abilities enables him to create engaging visualizations, reports, and dashboards that bring data to life.

As a music-lover, outside of the office, you'll often find him immersed in the latest Fred Again record or to the latest Broadway musical soundtrack.

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